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Customer Satisfaction Survey – Telephone Interviews

Anson Food Packaging

Background

Mackman Research was commissioned to conduct a client satisfaction survey on behalf of Anson. Anson are food packaging experts based in Cambridgeshire. They are a leading UK Thermoforming supplier to the Food Industry. In keeping with their company mission to provide excellence in customer service, Anson were keen to engage with their customers to discover how well they are doing in meeting customer expectations. The study was also designed to help identify potential future developments for the business.

Approach

Anson supplied Mackman Research with a potential set of questions and in collaboration, Mackman Research designed a client satisfaction questionnaire on behalf of our client. The survey questions related to the contact clients have with Anson and looked at further and future improvements and overall satisfaction ratings. Anson provided 65 individual contact details. Survey participation was in the form of a telephone interview, lasting approximately six minutes with a Mackman researcher. The survey consisted of 15 closed questions and 4 open questions. Numerous attempts were made to book a convenient time to conduct the survey with each and every contact. Several respondents asked for the survey to be emailed. A live connection was set up, so clients could answer the survey questions in their own time. Contacts who were unobtainable by telephone and had an email address supplied, were invited to take part through additional email invitation to help increase the response rate.

Results

From a population of 65 individual contacts, 38 contacts took part. This achieved a response rate of 58.5%. The findings presented an exhaustive insight into clients’ opinions of Anson’s services and overall satisfaction levels, identifying areas of strength and where improvements were needed. The findings contained a large amount of verbatim, which was varied and valuable in identifying and assessing priorities for client engagement and future project developments, which will help drive the company forward.

Client Feedback

“We were very pleased with the results that our customer survey produced. Mackman steered us through the experience effortlessly and professionally, offering expert advice at every opportunity. We will definitely be carrying out annual customer surveys moving forward and look forward to working with Mackman again.”

Libby Coe, Business Manager for Anson